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SchweizCustomer service and returns
The RCZ team is committed to offering you excellent service in every situation. We make it a point of honour to look after you before, during and after your order.
When might you need our customer service after your purchase?
- 1Returning a product because you changed your mind
- 2Returning a product that does not match your order on receipt
- 3Returning a defective product under warranty
RCZ Bike Shop c/o Luxroutage
11, rue Paul Rischard
L-5324 Contern
Luxembourg
All returns must be sent to this address, with the return number obtained beforehand via our Claimlane platform. Parcels sent to another address or without a return number will be refused. See on Google Maps
1I placed an order and the parcel has already been shipped. I have changed my mind and wish to return one or more products, or the whole order. What should I do?
A. If you wish to return one or more products from your order, please proceed as follows:
Please note that we do not exchange products. All returns are refunded (by bank transfer, in loyalty points or to the card used for payment).
After receiving your parcel, please contact us via our Claimlane platform with the following information:
- the order number;
- the product(s) you wish to return (with product reference);
- the reason for the return.
As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail.
Please note that for returns following a change of mind or a mistake on your part, the following flat-rate fees will be deducted from your refund by bank transfer or to the card used for payment:
- Return of one or more standard components (chain, cassette, handlebar…)€9
- Return of a single wheel€15
- Return of a fork or a pair of wheels€25
- Return of a frame€40
- Return of a complete MTB€70
Please note that return costs are at your expense.
IMPORTANT: any parcel returned WITHOUT a return number obtained beforehand will be refused and will remain the responsibility of the customer. We cannot be held responsible for damage to or loss of the parcel.
IMPORTANT: out of respect for the staff who process returns, please send your items back clean or as little soiled as possible. A cleaning fee of €10 excl. VAT may be charged.
B. If you wish to return an entire order that has already been shipped, please proceed as follows:
Please note that we do not exchange products. All returns are refunded (by bank transfer, in loyalty points or to the card used for payment).
After receiving your parcel, please contact us via our Claimlane platform with the following information:
- the order number;
- the product(s) you wish to return (with product reference);
- the reason for the return.
As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail.
Please note that for returns following a change of mind or a mistake on your part, the following flat-rate fees will be deducted from your refund by bank transfer or to the card used for payment:
- Return of one or more standard components (chain, cassette, handlebar…)€9
- Return of a single wheel€15
- Return of a fork or a pair of wheels€25
- Return of a frame€40
- Return of a complete MTB€70
IMPORTANT: any parcel returned WITHOUT a return number obtained beforehand will be refused and will remain the responsibility of the customer. We cannot be held responsible for damage to or loss of the parcel.
Please note that return costs are at your expense.
If you refuse the parcel (at the pickup point or from the delivery driver), a flat fee of €35 will be deducted from your refund.
Parcels sent back by the pickup point because they were not collected in time will be refunded without shipping costs and minus a flat fee of €10, to cover the return costs charged to us by the carrier. Once the order has been shipped, you receive a tracking number: it is therefore your responsibility to follow the parcel and find out when it arrives at the pickup point.
For any question about the shipping and payment of your order, please see the FAQ – Delivery section. You will certainly find the answers to your questions there.
IMPORTANT: out of respect for the staff who process returns, please send your items back clean or as little soiled as possible.
2I have received my parcel and, on opening it, one or more products do not match my order. What should I do?
NOTE: a mistake on our part must be reported before the product is fitted and/or used. If the product has already been fitted and/or used, no claim will be accepted, and therefore no return will be made.
Please contact us via our Claimlane platform with the following information:
- the order number;
- photos;
- a description of the problem;
- the incorrect product.
As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail. We undertake to send you another product or refund you as soon as possible.
Please note: we only pay the shipping costs if the mistake is ours.
IMPORTANT: any parcel returned WITHOUT a return number obtained beforehand will be refused and will remain the responsibility of the customer. We cannot be held responsible for damage to or loss of the parcel.
By following these few recommendations, we will do everything we can to satisfy you. Your satisfaction is our greatest reward.
IMPORTANT: out of respect for the staff who process returns, please send your items back clean or as little soiled as possible.
3I have received my order and, on opening the parcel, one or more products are defective (warranty). What should I do?
Please contact us via our Claimlane platform with the following information:
- the order number;
- photos;
- a description of the problem;
- the damaged product.
As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail. We undertake to send you another product or refund you as soon as possible.
IMPORTANT: any parcel returned WITHOUT a return number obtained beforehand will be refused and will remain the responsibility of the customer. We cannot be held responsible for damage to or loss of the parcel.
To benefit from the FOX warranty, a full service must be carried out in the first year or before 125 hours of use, exclusively with FOX parts and lubricants. Any improper work or the use of non-FOX products may void the warranty.
Regarding shipping costs: the cost of sending the product to us is at your expense, and we pay for the return shipping if the warranty has been accepted by the manufacturer or distributor.
Suppliers may refuse a warranty claim if the serial number is missing from the product. Please keep the serial number stickers, or at least take photos of them, and send us the photos in the event of a warranty claim.
Please note that acceptance of the warranty is solely up to the manufacturer or distributor of the product. This decision is in no way ours, and we cannot be held responsible for it.
IMPORTANT: out of respect for the staff who process returns, please send your items back clean or as little soiled as possible.
Shipping conditions
- Frames: please return them bare (without bottom bracket, headset cups, bottom bracket cups…).
- Forks: please return them without the thru-axle.
- Wheels: please return them without cassette, rim tape…
The reason: manufacturers' service departments throw away all the accessories they receive. We accept no responsibility for the loss or non-return of accessories.